Providedself-serviceoptions(OLB/MobileApp/ATM)Recap whatassistance hasbeen providedat the end ofthe call"Can Do"statementusedMade apaymentAuthenticationSuccessfullyCompleted/AcknowledgedRepeatedthecustomer'sreason forcallingDeescalatedupsetcustomerUsed Step-Up toPerform aHigh-riskRequestExhibited the"Thankful"element ofMIPAsked thecustomer aconnectionquestionRepresentativeasks customera connectionquestionIssued areplacementcredit cardFree!ExpressedEmpathyExhibited the"Welcoming"element ofMIPFCRCompleted atask withouthaving to callanotherdepartmentProvidedself-serviceoptions(OLB/MobileApp/ATM)Recap whatassistance hasbeen providedat the end ofthe call"Can Do"statementusedMade apaymentAuthenticationSuccessfullyCompleted/AcknowledgedRepeatedthecustomer'sreason forcallingDeescalatedupsetcustomerUsed Step-Up toPerform aHigh-riskRequestExhibited the"Thankful"element ofMIPAsked thecustomer aconnectionquestionRepresentativeasks customera connectionquestionIssued areplacementcredit cardFree!ExpressedEmpathyExhibited the"Welcoming"element ofMIPFCRCompleted atask withouthaving to callanotherdepartment

Call Shadowing Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


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  1. Provided self-service options (OLB/Mobile App/ATM)
  2. Recap what assistance has been provided at the end of the call
  3. "Can Do" statement used
  4. Made a payment
  5. Authentication Successfully Completed/ Acknowledged
  6. Repeated the customer's reason for calling
  7. Deescalated upset customer
  8. Used Step-Up to Perform a High-risk Request
  9. Exhibited the "Thankful" element of MIP
  10. Asked the customer a connection question
  11. Representative asks customer a connection question
  12. Issued a replacement credit card
  13. Free!
  14. Expressed Empathy
  15. Exhibited the "Welcoming" element of MIP
  16. FCR
  17. Completed a task without having to call another department